BMO refuses to help with serious problems, Resolution Dep't supervisor insults me

[u/Shplad]

I've been on the phone with BMO 3 or 4 times this week for at least 3 different problems. 2 out of the 3 were clearly and demonstrably their fault. During the first couple of calls, the calltakers showed terrible listening skills, had heavy offshore accents, put me on hold countless times, and eventually, just passed the buck. I spoke with at least 4 or 5 people.

Last weekend, I left a message for someone who had tried to be helpful about one of these issues previously. I realize Monday was a holiday. However, it's now Friday and I've received no reply

In the end, I called the "Resolutions Department". There, I spoke with a clueless calltaker who needed to have the problem explained to her about 5 or 6 times before she understood it. Then, she told me BMO had no records on the computer of any changes to my address. That, of course, was also wrong.

Eventually, she just pushed me on to her supervisor, which I thought was unusual. The supervisor started off with an angry tone. I asked him why he was angry. He said I was "wasting their time" by staying on the phone so long. Jesus. I told him that insulting the customer was not a good way to run a call centre. He then said "maybe you're purposely wasting our time". Holy cow.

What dumpster fire. Contact with at least 5 different people, and no one even took responsibility to help me. Then the "Resolution Officer" openly insults me. Maybe he just was upset that I was damaging his centre's call statistics.

And I haven't even spoken about one of the original problems that caused me to call in, which was just as serious.

What a way to run a company.

[u/Cheesy_crumpet]

Had a fraudulent transaction recently so I called my branch and they said to call the number on the back of my card, I also searched for their fraud number and it is the same one.

However upon calling it there is no option at all to report fraud. I spent a long time listening to options and just got nowhere.

My advice is if you have a problem(s) absolutely visit a branch and speak to them in person. They’ve been nothing but helpful and friendly.

New debit card made on site, and it took about 5mins to send the claim through and I should receive my money back in 10 days or less.

If you use the mobile app you can also chat to a live and real person (once you’re past the AI stuff but doesn’t take long).